Totango
AUGUST 14, 2020
In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. That’s because defining customer success is a long-term joint project undertaken by you and your client.
ProProfs Chat
AUGUST 14, 2020
Imagine being in your customers’ shoes. You’ve landed on the website due to a certain search query and find the product you need. You add it to the cart and are ready to check out. But the moment you reach the checkout page, you realize that you don’t have an account and are requested to sign up now. As you click on the sign up process, you realize that the form is quite a journey in itself.
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Totango
AUGUST 14, 2020
In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. . Lucid bridges the gap between global questions and human answers by connecting buyers and sellers in one central location for survey sample groups.
Zeisler Consulting
AUGUST 14, 2020
This is part two of a series of posts on the four components of a good CX system. I introduced the concept here and my first post, on CX strategic alignment, is here. Soon I’ll write about Process Engineering and wrap up with notes on what it takes to build and maintain a Customer-centric culture. Folks often simply boil the Voice of the Customer (VoC) down to surveying.
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ShepHyken
AUGUST 14, 2020
This week we feature an article by Rakshit Hirapara , a content marketer at PeddleWeb. He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. However, it can be interpreted in several ways. Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ChurnZero
AUGUST 14, 2020
It’s generally considered good life advice to forgo trying to be all things to all people – and the same goes for products. At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. Not when there are other products leaders dedicated to being the best at what they do in their respective functional areas.
BirdEye
AUGUST 14, 2020
This week, BirdEye was placed on the Inc. 5000 list of fastest-growing private companies in the United States. The 2020 Inc. 5000 is ranked according to percentage revenue growth from 2016-2019. The complete list can be found here. BirdEye finished in the top 25% of the list, ranking No. 1,042, thanks to more than 440% revenue growth from 2016 to 2019.
Fox Metrics
AUGUST 14, 2020
Big data has become a valuable part of the business. Most businesses are leveraging data analytics to get insight into who their customers are, what they do, what they want, and how to reach them. In fact, a study by McKinsey & Company found that businesses using data analytics are 7.4 times more likely to outperform their competitors in sales, be 6.5 times more likely to retain their customers, and 19 times more likely to achieve above-average profitability.
Feedbackly
AUGUST 14, 2020
Free Webinar: Leaders, how to use CX strategies to your advantage during times of crisis? We are continuing our customer experience webinar series on. Source.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Kerry Bodine
AUGUST 14, 2020
On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I’ve organized the questions according to the Journey Management framework that I presented on the webinar: Discover the journey, Design the journey, and Deliver the journey.
Kitewheel
AUGUST 14, 2020
The world has begun to catch on to the importance of great customer experience, and for good reason. Customer experience is the overall impression that consumers have of your brand. Providing a remarkable customer experience is vital to business success. While pleasing the consumer is not a new concept, expectations for companies have grown and changed over the years.
Magellan Solutions
AUGUST 14, 2020
Online shopping has become a huge part of the new normal. Consumers purchase through e-commerce sites while more and more entrepreneurs start offering their products online. Amid all these, the need for efficient and effective customer support remains constant. While customer support is essential in the traditional setting, its role becomes more crucial in e-commerce.
Opinionator
AUGUST 14, 2020
As a business owner looking to grow your sales and connect with the locals, the Yelp platform is a critical tool for business. Most companies get clients through positive Yelp reviews – it is the king of review sites, so this feedback is vital. In fact small businesses often live or die by ratings so these comments are crucial and drive more profit than other marketing efforts.
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Centercode
AUGUST 14, 2020
The world is in a constant state of change — and it’s never been more apparent than during this period of global COVID disruption. Tech companies, in particular, are adapting in several ways. Some are scaling down the number of product launches to focus their resources on a select few. Some are reimagining the use of existing products for new markets and new audiences.
NetBase
AUGUST 14, 2020
As sports leagues are restarting, there’s a whole new world to sort out not only logistically, but on the business side. Sporting events will not have any fans there to cheer their favorite teams on, at least not any time soon. So, how will they attract advertising? There are a good number of advertising trends emerging. Let’s see how those look and how consumers are likely to respond to them, thanks to AI-powered consumer and market intelligence!
MyCustomer
AUGUST 14, 2020
Engagement CX's 5 digital dilemmas posed by the pandemic.
SurveySparrow
AUGUST 14, 2020
Customers everywhere pretty much expect that they can now get what they want online. Whether you’re a local shop or a multinational corporation, eCommerce has become a must for businesses looking to grow sales. Offering online payments and home delivery gives you a massive competitive edge. It all starts when you create a good eCommerce website. An eCommerce website should both look trustworthy and work seamlessly.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Bold360
AUGUST 14, 2020
When COVID-19 lockdowns happened across the U.S. in March 2020, suddenly everyone had to work from home. Many organizations and employees struggled to adapt to remote work, as urgent issues around hardware, software and support had to be resolved almost overnight. In May, we explored how organizations have adapted to remote work, and how people are learning to work productively from home at our CXNext virtual conference breakout session, Is Remote Work the New Normal?
Forrester's Customer Insights
AUGUST 14, 2020
A few weeks ago, I teamed up with some treasured colleagues to discuss the marketing technology landscape in a conversational webinar: Steve Casey, who joins me in covering B2B marketing technology, and our compatriots Joe Stanhope and Rusty Warner who cover B2C marketing technology, engaged in a spirited (‘cause we don’t always agree) conversation about […].
Keatext
AUGUST 14, 2020
The post Amanda Robinson: A passion for data meets a goldmine of information appeared first on Keatext.
Vanilla Forums
AUGUST 14, 2020
Due to a number of competing strategic priorities, enterprise organizations often have to make difficult decisions regarding where to allocate budget and resources, and assess which areas should be invested in.
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Gainsight
AUGUST 14, 2020
More than 23,000 registered. And more than 15,000 saw it live! Now YOU can watch 40+ sessions from the Customer Success and Product Management event of the year on-demand. And it’s ALL 100% FREE. The post Pulse Everywhere On-Demand! appeared first on Customer Success and Product Experience Software | Gainsight.
Zonka Feedback
AUGUST 14, 2020
If you want to know about your performance and to know how your customers feel about you and your company; you analyze their actions in the form of their choices of products and services, their repurchase, their churn rate and so on. But don't you think there should be something that let's you establish a direct contact with the customers and lets you know the real customer insights?
MyCustomer
AUGUST 14, 2020
Voice of the Customer The five rules of advanced journey mapping.
Centercode
AUGUST 14, 2020
The world is in a constant state of change — and it’s never been more apparent than during this period of global COVID disruption. Tech companies, in particular, are adapting in several ways. Some are scaling down the number of product launches to focus their resources on a select few.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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